Frequently asked questions

We have compiled a list of the most commonly asked questions to United Gas and Power. Please read through them and if you still have a question that is not answered here feel free to contact us on 0800 669 6697 and we will be happy to help you.

Deemed and Out Of Contract Business Gas and Electricity Prices

What Are Your Deemed and Out Of Contract Business Gas and Electricity Prices?

Deemed contract prices apply if we supply a site with electricity and/or gas and a contract has not been agreed. It applies until a contract is put in place or we stop supplying the site.

Out of contract prices apply if we supply a site with electricity and/or gas under a contract which has since expired after a termination notice has been served. It applies until a contract is put in place or we stop supplying the site. You can find pricing for these contracts and Deemed contracts in the table below.

Electric Price Profile 01-04 (p/Kwh)

Electric Standing Charge Profile 01-04 (p/day)

24

160

Electric Price Profile 05-08 (p/Kwh)

Electric Standing Charge Profile 05-08 (p/day)

24

240

Electric HH Price (p/Kwh)

Electric HH Standing Charge (p/day)

Electric HH KVA (p/kva/day)

24

600

9

Gas Price (p/Kwh)

Gas Standing Charge (p/day)

6.5

150

If you’re paying deemed or out of contract prices you can get a better deal with us. Call us on 0800 669 6697 for our contract prices from 9am-5:30pm, Monday to Friday.

Billing questions

How do I submit meter readings?

If you do not have a Smart Meter, then you need to take a reading and submit it to UGP to keep your account up to date. Contact us on 0844 318 0044 and talk to our customer service team. Or send an email to info@ugp.co.uk and we will get back to you shortly.

What is the Direct Debit Guarantee?

This is a guarantee that is offered by banks and building societies that participate in the Direct Debit scheme. Your own bank monitors the efficiency of this scheme and they offer protections under the scheme. If the amount that needs to be debited changes then UGP will notify you 10 days before the debit is due so you can make sure sufficient funds are available when the debit takes place. Cancellation of a Direct Debit can be done in writing to your bank or building Society. If you have cancelled a Direct Debit order then notify the Customer Service Team of UGP by phone or email.

What should I do if my bill is too high or too low?

Check if your bill is on our estimated payment plan, take a current reading then contact the Customer Service Team and ask us to reconcile your account, they will compare your usage against your estimated plan, if there is a vast difference you will be issued with an updated invoice and your plan will be changed.

If you are still not satisfied about your bill speak to the customer service agent and they will investigate this further.

What should I do if I feel my Meter is Faulty?

Faults with a meter do not happen often, however if you feel that your meter is not reading accurately or maybe your consumption readings are higher or lower than you expect, then you need to contact the Customer Service Team at UGP.

The Customer Service Agent will ask you if there have been any recent changes that might have affected your consumption levels. For instance, have you installed extra equipment? Or if you have installed energy efficient appliances then you might record lower consumption levels.

The Customer Service Agent might ask you to do a meter reading daily for a period, the result of this will give an indication of any inconsistencies, that could be due to a mechanical fault. The Customer Service Agent will arrange for an independent contractor to check the meter.

What are Standard Variable Rates?

If you give notice that you do not wish to renew your contract, then you will be charged the Standard Variable Rate from the date that your current fixed term contract expires until you end your service with us or agree to a new contract that is agreeable to you. If you are currently on our Standard Variable Rate then give us a call to discuss a contract that is beneficial to you.

Can the price of my electricity change during the life of my contact with UGP?

If you have signed a fixed term contract, then the price of your electricity or gas will not change over the contract period. A fixed term contract assures that you are not affected when wholesale market prices fluctuate.

There are however some elements that might change over a contract period, such as; taxes, Climate Change Levy, VAT or transmission and distribution charges, if there is a change then we will contact in advance to advise you of any changes that might be necessary. The price of your commodity will never change.

If you are on a fixed term contract that is subject to Direct Debit and you cancel this you may be moved onto our Standard Variable Rate until the Direct Debit is re-instated.

Are my Telephone calls recorded?

Yes, all calls are recorded and monitored for verification purposes.

What reasons could cause my electricity to be cut off?

If a qualified engineer believes that there is a risk to safety and health, then it could be cut off until all safety concerns have been addressed.

If you have defaulted in your payments of the account the supplier, after following the set out procedures laid down by Ofgem, will then proceed to cut off the energy supply. If you have difficult in paying your energy bill, contact the UGP accounts department on 0844 318 0044 to discuss how we can help you resolve the problem.

How do I find out my terms of contract or any information related to my account?

For any queries with regards to your account, terms of contract etc. contact a Customer Service Agent who will be happy to explain contract terms and conditions or any other problems you might have. When you call, keep your account number and site number handy to give to the Customer Service Agent. You will find these on your UGP invoice.

Renewable energy

What are Climate Change Levy exemptions?

Some businesses may be exempt from paying climate change levy (CCL), here are some of the reasons:

If your business consumption over a year is less than 12,000 kWh (electricity) or 52,728 KWh (gas).

If you obtain you power from a renewable source or clean power that is produced from a combination of heat and power generators, this falls under CHPQA (the Combined Heat and Power Quality Assurance) programme.

For more information about electricity from renewable sources contact our Customer Service Team.

Why do I have to pay Climate Change Levy?

Today’s world is faced with many environmental challenges, and the UK Government has brought in the Climate Change Levy to help reduce the effects of Climate Change. This is an energy tax that applies to businesses in the UK who are consumers of more than 12,000 kWh (electricity) or 52,728 KWh (gas) per annum.

The purpose of this tax is to encourage businesses to be more energy efficient, to reduce their greenhouse gas emissions and it is expected to cut the annual carbon emissions by 2.5 million tonnes per annum.

Currently the rate stands at 0.541p/kWh on Electricity and 0.188p/kWh on Gas. This levy is collected by the supplier and is then paid directly to the Government. UGP does not collect any more than what is due to the government.

What is the Renewable Obligation?

The Renewable Obligation Scheme was set up by the government during 2002 to encourage and support the generation of electricity from renewable sources. This scheme means that all suppliers have to provide funds to generators of renewable energy. This is done through the purchase of Renewable Obligation Certificates (ROC) or with a contribution to the Renewable Obligation Buy-out fund.

Meter readings

How to submit a meter reading?

Not all customers are the same and therefore each has their own means to submit meter readings, United Gas and Power has four methods that are convenient for you to submit your meter readings .

How to take a meter reading?

The provisions of regular meter reading ensure that your energy invoices are accurate. You are then able to budget efficiently for your business.

A Quick guide

To read a dial meter: read the dials from left to right, ignoring the dial marked 1/10. The pointer must be between two numbers, note down the lower number. If the pointer is between 9 and 0 then note down 9.

To read a digital meter: Submit all the digits that are shown, including the decimal point. If you have a meter that has more than one line, then submit both lines as they appear in the boxes just as you see them on the meter.

To Read a single rate or a multi rate meter: record the numbers from left to right. Ignore the red number(s). If the meter has more than a single line, then record all the seven numbers as they appear on the meter.

How do I know that a meter reader is trustworthy?

United Gas and Power works with an independent meter reading company with a high reputation for honesty and integrity. Their staff are photo identified and wear a distinctive uniform. The readers are equipped with a hand held terminal that collects and transfers the data electronically. The actual reading is a quick process, it should only take about a minute. Give the meter reader representative access to your business to take the readings.

Regulatory charges and CCL

How much VAT do I have to pay?

On your bill you will see the amount of VAT that you will be paying. VAT is charged at the prevailing rate of 20%. There are some exceptions:

If your business falls under the ‘De minimis’ requirements, then you will be billed 5% only. The requirements to meet 'De minimis' are:

If your business electricity uses no more that 33kWh per day – (that is 1,000 per month). And your business gas is an average of 5 therms (about 145 kWh) per day or 150 therms/4397 kWh for the month you will be billed at 5% VAT on your energy bill.

For more information about VAT you can contact HMRC: http://www.hmrc.gov.uk/or HMRC National Advice Center 0845 010 9000.

What are Transmission and Distribution Charges?

These are regulated charges that are charged by the National Grid and the regional electricity Distribution Companies. What this covers is the costs that are involved in the transportation of gas and electricity all over the country and to your business. The charges are built into the price of gas and electricity, this is then recovered through your gas or electricity invoice. The transmission and distribution charges make up about 20% of the electricity invoice.

Moving my business

How do I go about finding out who is my supplier in my new premises?

Contact UGP's Customer Service Team and they will be happy to supply you with relevant information for contacting the supplier. UGP can also arrange a quote for your new premises.

What information is needed when I move premises?

When you have decided on a date of moving, contact our Customer Service Team to make arrangement for a final reading of your power and gas meters. If you have to take the reading yourself then take it on the day of your move, provide a forwarding address where the final energy bill can be sent to. If you have the new tenant’s information please provide us with this as well.

We can also provide you with a low-cost quote for your new premises. Our agents could request lease agreements and other documents prior to processing a change of ownership.

Smart meters

How can I sign up to the free smart meter offer?

We will contact you with the time and date of your Smart Meter Installation, should you wish to change this please let us know at the earliest possible time.

The installation of the Smart Meters are subject to the standard terms and conditions that are related to supply and installation. This offer will only be available for business electricity consumers who have their electricity supplied by United Gas and Power, this is subject to contractual acceptance by UGP and the metering partners.

How Does the Smart Meter take the readings remotely?

The Smart Meters will record electricity consumption data, it will then store this information on a database for a period of up to a year. The whole process is automatic, using GPRS technology the meter will be dialled and the information extracted and sent to us, you do not need to do anything at all, there is no need to read the meters.

How much does the service usage of Smart Meter cost?

Providing the customer is registered with UGP for their electricity supply there are no additional costs involved.

What are the benefits for the customer?

Once a Smart Meter is installed you will no longer need to have a meter reader call to take a reading, all readings are taken using GPS technology and you have no need to participate in this at all.

UGP invoices against the readings received so this significantly reduces the need for estimated billing and also provides improved, accurate billing.

What happens should there be a problem with the Smart Meter?

The meters chosen by UGP are the latest in metering technology, these meters have an excellent record for solid performance. In the unlikely event of a meter being faulty then you will need to contact us and our metering partners will send an engineer to investigate the problem.

Who are United Gas and Power's smart metering partners?

United Gas and Power makes use of several metering partners, you can view their details here.

During the installation of the Smart Meters will my business be without electricity?

The Smart Metering partner that we use will give you an indication of the expected down-time prior to the installation process so you can make the necessary arrangements. They will work with you for the most convenient time that will have the least disruption to your business. On average the downtime will be between 1-2 hours.

Will I be able to read my meter if I want to?

Yes, you will be able to read your meter, there is a display that shows a cumulative reading.

Supply numbers explained

Explanation of a Distributor ID?

The Distributor ID can identify the local Distribution Company that supplies electricity locally. The local Distribution Company is the one that is responsible for the day to day management of the distribution system and the electricity wires that transports electricity to your meter. Should there be a power failure or power cut, you need to call your local Distribution Company. The main Distribution Companies are:

What does the Line Loss Factor (LLF) mean?

The LLF code will stipulate the expected costs that the Distribution Company charges the supplier for using their cables and network in the region you reside. This LLF code also indicates for the supplier, the potential charges that occurred due to loss of energy that incurred in the process of getting the electricity to your meter.

What is a Meter Point ID number?

This is the unique number for the distribution area that identifies the actual metering point.

What is a Meter Timeswitch Code (MTC)?

The MTC will indicate how many registers (that is the set of meter dials or reads) that your electricity meter has and the time they operate during the day. For example, the MTC will show whether your meter has two registers and if there are two then one will record day time consumption readings and the other the night time consumption readings.

What does the profile class mean?

All sites that are not measured every half hour will be settled on a profile class, this illustrates the expected consumption pattern. Select which of the profile patterns you wish to view from the list below.

Non-Domestic Unrestricted

Non-Domestic Economy 7

Non-Domestic Maximum Demand 0-20% Load Factor

Non-Domestic Maximum Demand 20-30% Load Factor

Non-Domestic Maximum Demand 30-40% Load Factor

Non-Domestic Maximum Demand >40% Load Factor

What is the Electricity supply number?

The “Electricity Supply Number” is at times referred as the “Metering Point Administration Number” (MPAN). This is a unique number that is given to customers for identification of their metering point.

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Why choose UGP

No standing charges

On selected tariffs we are able to offer you a gas and or electricity contract with standing charges completely removed. This means that you will only pay for the gas or electricity that you use.